Listening to customers is very
important to us. We value what you have to say about us and we
welcome your ideas on how we can improve our services. That’s why
we've developed a number of ways for you to get involved.
The level of involvement is completely
up to you. However you want to get involved, you will be warmly
welcomed by us.
Ways to get
involved:
Estate
Walkabouts
Customer
Inspectors
Individual
Support Focus Group
Customer
Editorial Panel
Futures
Group
Residents'
Meetings
Regional
Customer Forums
Mystery
Shopping
Customer Action
Groups
Homeowners
Forum
Customer
Voice
Residents’
Associations
Regional Customer
Experience Panels
Estate Walkabouts are
organised by neighbourhood officers keen to understand local issues
in our communities. You can join a walkabout, meet other residents,
and point out some of the things you don’t like such as fly tipping
or any damage to property. The findings are shared with the
Regional Experience Panel.
A list of estate walkabout dates is
available each year. To find out when your next walkabout is taking
place, register your interest using the form below.
Customer
Inspectors carry out regular inspections to make sure we
are delivering a high-quality service. Inspectors give us their
opinions on what is working well and what we can improve. They
report their findings to the National Customer Experience
Panel.
Individual Support
Focus Group gives our sheltered and extra care customers
the chance to get involved in issues that directly affect them.
Customer Editorial
Panel looks at the different ways we communicate with
customers. The panel makes sure the information we put out is
relevant, interesting and easy to understand. This may include
looking at standard letters, customer newsletters, booklets and the
website.
Futures Group is made
up of customers from around the country. It meets two to four
times a year to think about how we should be developing our
services to meet the needs of customers in the future.
Residents'
Meetings are for people living in Individual Support
schemes, giving you the chance to discuss issues affecting you,
your home and the staff working with you.
Regional Customer
Forums are groups that meet every three months to monitor
performance and agree strategy and policy at a regional level.
Mystery
Shopping is our ‘undercover agents’ who pop into our
local offices, visit a neighbourhood, check out our telephone
service and see how we respond to emails. Mystery shoppers who take
part each month will be entered into a prize draw to win £25 store
vouchers.
Customer Action Groups
are groups in which customers and staff work together to improve a
single specific service, such as Community Safety, Income
Management or Repairs / Improvements, on an ongoing basis. The
format of each group may vary, but usually involves regional rather
than national meetings.
Homeowners
Forum is a national forum to tackle issues affecting
homeowners.
Customer
Voice is a group of customers which gives honest
feedback on different topics. Voice is a ‘virtual’ consultation
group, which means you can give us your comments from the comfort
of your own home, by email or post. There are no meetings to
attend. The feedback that you give us is shared with senior
management.
Residents’
Asssociations are run by people living in the community.
They hold regular meetings and discuss local concerns and run
community events. Anyone can set up a residents’ association in
their neighbourhood. The regional customer forums can award
start-up grants to help set up new associations.
Regional Customer
Experience Panels are groups that meet every three months
to improve services at a regional level by testing and monitoring
services. Some members take part in site visits but this is not a
requirement.
How to sign up
To join any of our groups,
please complete this membership
form. You only have to complete one form, even if you want to
get involved in more than one group.